Maureen Price Email & Phone Number

Denver, Colorado, United States

• Responsible for managing the ServiceNow ITSM implementation and the development and management of IT Service Management processes. Built and manage IT Tier 2 Support team responsible for Account Provisioning.
• Developed a strategy to implement IT Service Management processes, leveraging industry best practices and ITIL V3.
• Application and process owner for ServiceNow responsible for managing the ServiceNow ITSM implementation, adoption, and continuous improvement.
• Led process mapping and automation for onboarding and offboarding processes.
• Communicated effectively with senior management and key stakeholders, providing regular updates on ITSM initiatives including Asset, Change, Incident, and Problem Management.
• Drove a culture of continuous improvement and innovation within the ITSM team.

• Managed Technical Support, Clinical and Technical Implementation, and Project Management for AXIS Care Management software. Led team of seven, including Senior Technical Engineers, Senior Technical Support Analysts.
• Evaluated and enhanced service support processes, leveraging industry best practices and ITIL V3. Increased client success and overall experience by promoting collaboration and consensus across product development and.
• Coached / motivated technical customer service team to achieve evolving performance goals and objectives. Established methods to manage and monitor performance to meet service goals. Led incremental increase in SLA.
• Drove decrease in ticket backlog by 70% within one year resulting in improved client satisfaction by increasing efficiency without adding any new resources.
• Conceived, implemented, and facilitated weekly operations reviews with leadership and client partners to improve communication and customer satisfaction.
• Performed analysis, workflow modification, and validation testing for consolidation of JIRA Service Desk post-merger. Cut software licensing expense and streamlined ticket management.

• Led Product Support and Technical Implementation teams for AXIS Care Management software.
• Initiated end-to-end support process review to identify areas to improve IT services. Defined and deployed best practices for service support processes resulting in increased client satisfaction.
• Created a Consolidated Dashboard in JIRA, available on demand, to provide consistent reporting by client across Account Management, Project Management, and Implementation teams.
• Improved coordination and communication between Hosting, Implementation, and Product Support teams. Reduced mean time to repair by 75%; reduced ticket volume by 95%; increased customer satisfaction by 100%.
• Established and presented Monthly Operations Review and Monthly Metric Reporting to drive consistent behavior and continuous improvement.
• Partnered with Account Management and Technical Implementation teams to make sure appropriate services were provided to clients and escalations were addressed.

• Managed IT Engagement function and partnered with Revenue Operations to improve technical services.
• Created business process flow and capability map for Revenue Operations' month end close process to review with IT Operations teams to identify opportunities for efficiency.
• Instituted Service Improvement Plan to work together across IT teams to deliver solutions and continuous improvement.
• Authored communication to and for Revenue Operations and IT Operations senior leadership.

• Championed and managed integration plan for Service Desk and Application Support during Merger & Acquisition activities. Subsequent to acquisition of Global Crossing, designed strategic direction for and led ITIL-based.
• Consolidated onshore and offshore tier 1 Service Desks and ticketing systems to streamline support processes and improve response time.
• Improved business throughput and operational efficiencies through automation or elimination of IT production support manual tasks. Guided software tool selection and implementation for strategic IT Support Center.
• Worked with Procurement and Legal to establish an MSA with ServiceNow. Executed the SOW for UI development and managed the engagement with ServiceNow.

• Built and led a team supporting sales, order management, and provisioning systems for $3.5B in revenue. Focused highly skilled resources on data and root cause analysis to drive down ticket volume and improve customer.
• Led introduction and deployment of best practices for service support processes leveraging industry best practices and ITIL. Drove ticket backlog improvement by 75% over 90 days and maintained improved SLA compliance.
• Proposed creation of Critical Incident Manager and Problem Manager roles, partnered with HR to develop job descriptions, and hired / managed staff. Improved operational metrics including Mean Time to Repair.
• Influenced Standards Board concept for continuous process improvement and actively participated in Standards Board and Incident Process Management Leadership team.
• Successfully partnered with two off-shore companies (Accenture and Infosys) to reduce cost and increase overall support levels with an 85% / 15% off-shore to on-shore ratio.
• Developed process and tools to guarantee adherence to Sarbanes-Oxley compliance for the order entry applications resulting in 100% compliance.